Job Description

CUSTOMER SERVICE REPRESENTATIVE, BRISTOL CT

• ORIENTATION/TRAINING AND PRODUCTION: Remote  

  • Orientation - Remote/ Train at Home - Begins 01/28/2022

  • Training/Nesting:  Remote/Train at Home - Begins 01/31/2022

  • Training schedule: 4 weeks, 8:00am-4:30pm ET, Monday-Friday

   

• PRODUCTION: Remote/Work at Home - Begins Week 5.

  • Production schedules/HOOPs: You will be appointed a schedule consisting of five 8-hour shifts per week.  Your set schedule will fall between the hours of ...

  • 8:00am-8:00pm ET Monday-Friday, 9:00am-3:00pm ET Saturday

   

• LOCATION: 

  • EQUIPMENT PICKUP: assigned pickup dates will be based on equipment availability and candidate will receive the information and details via email 
    • Connecticut residents – pickup onsite at  32 VALLEY STREET, BRISTOL CT   
    • Florida residents – pickup onsite at 100 Sunport Lane, Orlando FL

   

• EQUIPMENT: provided by Faneuil; picked up by candidates ONSITE prior to start date - specific pickup times will be assigned and communicated to candidates once they pass background check 

• EMPLOYMENT TYPE: 

  • Full time regular status

    

• ROP:  

  • BRISTOL, CT RESIDENTS: 

    • NON-BILINGUAL: $15 PER HOUR  

    • Bilingual: $16 PER HOUR; must pass bilingual assessment

  • ORLANDO, FL RESIDENTS 

    • NON-BILINGUAL: $13 PER HOUR  

    • BILINGUAL: $14 PER HOUR; must pass bilingual assessment

   

• JOB DESCRIPTION:

Faneuil is hiring English-speaking and Bilingual (Spanish-English) Customer Service Representatives to train and work from home in the Bristol, CT area! Representatives will be responsible for responding to inbound calls from members, assisting with prescription billing inquiries and answering general questions regarding accounts.  Computer equipment will be provided to train remotely and work remotely from your home.  

• RESPONSIBILITIES AND DUTIES: 

  • Manage inbound and outbound calls to clients to learn about and address their needs, complaints, or other issues with services in a timely manner 

  • Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued 

  • Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed 

  • Follow communication “scripts” if applicable, when handling different topics 

  • Build sustainable relationships and engage customers with surpass expectations 

  • Utilizing software, databases, and tools appropriately 

  • Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service 

  • Respond to emails or chats in a timely manner with clear and proper written communication 

  • Provide feedback on the efficiency of the customer service process

  • Taking part in training and other learning opportunities to expand knowledge of company and position 

  • Adhering to all company policies and procedures

   

• MANDATORY REQUIREMENTS:  (TO BE ELIGIBLE FOR THIS POSITION)

  • ABILITY TO WORK SHIFTS BETWEEN THE HOURS OF OPERATIONS: LISTED ABOVE (DEPENDING ON YOUR LOCATION)
  • 1+ YEARS OF EXPERIENCE IN CALL CENTER CUSTOMER SERVICE REQUIRED, IDEALLY IN THE HEALTHCARE INDUSTRY 
  • HIGH SCHOOL DIPLOMA OR EQUIVALENT
  • KNOWLEDGE OF HEALTHCARE INDUSTRY AND MEDICAL TERMINOLOGY 
  • EXCEPTIONAL CUSTOMER SERVICE, ACTIVE LISTENING, AND VERBAL AND WRITTEN COMMUNICATION SKILLS, PROFESSIONAL PHONE VOICE 
  • HIGH LEVEL OF UNDERSTANDING AND COMMUNICATION
  • PROFICIENCY WITH COMPUTERS, ESPECIALLY WITH CRM SOFTWARE, AND STRONG TYPING SKILLS 
  • ABILITY TO ASK PROBING QUESTIONS AND DIFFUSE TENSE SITUATIONS
  • STRONG TIME MANAGEMENT AND DECISION-MAKING SKILLS
  • ADAPTABILITY AND ACCOUNTABILITY
  • GOOD COMMAND OF THE ENGLISH LANGUAGE, INCLUDING SPELLING AND GRAMMAR 
  • STRONG DESKTOP COMPUTER PROFICIENCY AND THE ABILITY TO UTILIZE AND NAVIGATE MULTIPLE SYSTEMS SIMULTANEOUSLY AND ALWAYS DEMONSTRATE CUSTOMER FOCUSED PROFESSIONALISM.  THE MANDATORY ASSESSMENT WILL CONFIRM.  IF YOU QUESTION YOUR PROFICIENCY, THE ASSESSMENT SHOULD BE TAKEN IMMEDIATELY TO DETERMINE YOU'RE QUALIFIED TO PURSUE THE POSITION.
  • TYPING SPEED OF 35 WPM W/100% ACCURACY
  • 20 MBPS DOWNLOAD/10 MBPS UPLOAD INTERNET CONNECTION (REMOTE WORKSPACE ONLY) - ASSESSMENT WILL CONFIRM THIS.
  • BILINGUAL CANDIDATES ARE ENCOURAGED TO APPLY - BILINGUAL SPANISH SPEAKING PREFERRED 
  • BACKGROUND CHECK IS REQUIRED
  • DRUG SCREEN: A DRUG SCREEN IS REQUIRED FOR THIS POSITION.

FINAL CANDIDATES FOR THIS POSITION WILL NEED TO SUCCESSFULLY COMPLETE DRUG SCREENING AND A BACKGROUND INVESTIGATION.

Company Description

At Faneuil, we recognize our greatest asset is our people. Our diverse team provides exceptional service to our clients and their customers by offering customized business solutions nationwide.